May 2005 - otrs - OTRS mailing lists

Manually purge old/removed tickets, performance woes
by moe 07 May '05

07 May '05

hi, we're running otrs 1.3.2p01 on a rather weak "AMD Sempron 2200", 512MB, IDE softraid using the postgres backend. i'm seeing serious slowdowns (requests can take up to several minutes when multiple users are working on it) with these figures: - up to 5 concurrent users - tbl article 80982 items - tbl ticket 42625 items the following performance relevant changes have been made: - Config.PM has $Self->{TicketIndexModule} = 'Kernel::System::Ticket::IndexAccelerator::StaticDB'; - i've changed the 'id' column in the article table to bigint (to make postgres use the index) - some postgres tweaking, regular vacuum analyze / vacuum full the effect was little so i'm now seeking to reduce the article count by purging old tickets from the database. thus i've created an agent job to delete tickets that are either in state 'removed' or older than 8 weeks. unfornationally that job runs _really_ slow (as in ~2 tickets per second). it seems GenericAgent is doing it the hard way (find single ticket, delete, repeat...). i really want to help out by kicking off a series of "delete from .." on the database but i don't know how. can someone please enlighten me: 1. how do i find all tickets that are 'removed' or older than 42 days? (sql) 2. from which of the 91 tables do these tickets (and refs) need to be deleted in order not to break something? thanks for any advice! best regards moe

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Customers to see all tickets
by Rahul Pilani 06 May '05

06 May '05

I want the customers to see all the tickets that are there in any queue right now. Is there a way that this can be done?.. I see the company tickets link in the customer view, but this doesnt seem to be working. I have setup customer<->user groups. What else do I need to do? If I am getting the company tickets feature wrong, can anyone tell me what's the purpose of that link? It seems to be showing the same set of tickets that a customer put in anyways. Thanks Rahul

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RE: [otrs] Ldap authentification - several BaseDN's
by Pete McDonnell 06 May '05

06 May '05

Have you tried this yet? You may wish to refer to my previous message (attached) on a similar topic. I get results from all Ous if I don't get too granular - the problem I'm facing is that I also get computer names too - there's no filter to only select records which are of type "user". - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: martin hochreiter [mailto:linuxbox@wavenet.at] > Sent: Wednesday, May 04, 2005 9:48 AM > To: User questions and discussions about OTRS. > Subject: [otrs] Ldap authentification - several BaseDN's > > Hi there! > > How can I combine several BaseDN's for authentification. > > e.g. > BaseDN1: ou=b,ou=a,o=hbd > BaseDN2: ou=c,ou=a,o=hbd > > (To search through ou=a,o=hbd is not possible, as there are > other subtrees that contain the user data - 'duplicated > entries found')? > > lg > martin > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

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Windows version of 2.0 beta
by Ronan O'Brien 06 May '05

06 May '05

We're been running 1.2.2 for Windows very successfully for over a year. I'm keen to test to the newer version but the latest Windows release I can find is 1.2.4. Where can I download 2.0 beta for Windows? Thanks, Ronan O'Brien Network Administrator Thames Reach Bondway http://www.thamesreachbondway.com _____ This message and any attachments ("the message") has been sent by Thames Reach Bondway - ending street homelessness. For more information about homelessness please look at our website www.thamesreachbondway.com <http://www.thamesreachbondway.com/> Thames Reach Bondway Housing Association Ltd is an Industrial & Provident Society registered under the Industrial and Provident Societies Act 1965, Register No 24377R and is an exempt charity. This message is intended solely for the addressee(s) and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accordance with its purpose and any dissemination or disclosure, either whole or partial, is prohibited except by formal approval. The contents of this message may contain personal views which are not the views of Thames Reach Bondway, unless specifically stated. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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otrs 2 beta cannot add FAQ categories
by aloclarit＠aol.com 06 May '05

06 May '05

I just installed otrs 2.0 beta and noticed that I cannot seem to add new FAQ categories. When I open the Category page I see 2 'Add' buttons on the right half of the page. One towards the middle and one on the very right. When I add a category and click the very right 'Add' button nothing happens at all. When I press enter or click the other 'Add' button it looks like otrs does something, then the screen refreshes but the new category is not added. Also in the admin section when you click on 'SysAdmin' you get this error : mismatched tag 'ConfigItem' I'll file a bugreport also. I tried Beta1 and Beta20050422 no change. Anyone ?

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Changing the ticket format
by Rahul Pilani 05 May '05

05 May '05

I want to change the ticket format, so that when a customer logs in, he can see the end date of a particular ticket. The end date is the the date by which the agent thinks the ticket will be taken care of. Is it very difficult to extend the existing OTRS app to include this change, and if not , how do I go about doing the change? Rahul Pilani

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Database Schema
by Stephen Martin 05 May '05

05 May '05

Is the OTRS database schema documented anywhere? If so, where? -- Stephen Martin Management Concepts http://www.ManagementConcepts.com 703.270.4096

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Different between OTRS and OTRS 2.0 beta
by Alessandro Palumbo 05 May '05

05 May '05

Where i can find the new features of OTRS 2? Thank you Alessandro

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Changing States
by Hal Berenson 05 May '05

05 May '05

Is there any way in the UI to change the state of a case? In general the documentation on State is pretty sparse. Am I correct when I say that state transitions can be controlled by entries in Kernel/Config.pm? But otherwise, there is no way to change the state of a case other than directly hacking the database? Thanks! Hal Berenson, President PredictableIT Phone: 805-212-1025 ext 101 hberenson(a)predictableit.com <mailto:hberenson@predictableit.com> Helpdesk: 805-212-1025 ext 1

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Question abount Apache 2 e mod-perl-2
by Massimo Ardizzone 05 May '05

05 May '05

Can i install the calendar new feature without mod-perl-2? I have some problem wih apache2.... -- Max

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